Legal · Enterprise

Service Level Agreement

99.9% monthly uptime commitment, service credits, support targets, and DR objectives for Enterprise customers.

Effective date: 2026-05-10 · Version: 1.0

This Service Level Agreement (the "SLA") forms part of the Master Subscription Agreement between Trelvio Technology OÜ ("GovLens") and Customer. Capitalised terms not defined here have the meanings given in the MSA.

This SLA applies to GovLens Enterprise customers. Free, Pro, and Team subscribers are provided the Services on an "as available" basis without service-credit entitlement.

1. Definitions

  • "Available" — the Services respond to valid HTTP requests for the Customer-facing application or API endpoints with a non-5xx status code within reasonable response times.
  • "Excluded Downtime" — has the meaning in §3.
  • "Monthly Uptime Percentage" — for a calendar month: (Total Minutes − Downtime Minutes − Excluded Downtime Minutes) / (Total Minutes − Excluded Downtime Minutes) × 100.
  • "Severity Level" — has the meaning in §5.
  • "Total Minutes" — total number of minutes in a calendar month.

2. Uptime Commitment

GovLens commits to a Monthly Uptime Percentage of at least 99.9% for the production Customer-facing application and the public REST API.

This corresponds to no more than approximately 43 minutes 49 seconds of unplanned Downtime per 30-day month.

3. Excluded Downtime

The following do not count as Downtime for SLA purposes:

  1. Scheduled maintenance announced at least 5 business days in advance, capped at 4 hours per calendar month and conducted, where reasonably possible, between 22:00 and 04:00 Europe/Tallinn local time on weekends.
  2. Emergency maintenance required to address a security or stability risk, where GovLens gives as much notice as reasonably possible.
  3. Force-majeure events as defined in the MSA.
  4. Customer-caused issues, including misuse in violation of the AUP, exceeding documented rate limits, errors in Customer code or configuration, Customer Data corruption not attributable to GovLens, or Customer's third-party connectivity.
  5. Beta features or features expressly designated as preview, alpha, or experimental.
  6. Issues caused by upstream public-data sources (EUR-Lex, European Parliament APIs, Transparency Register) outside GovLens's reasonable control, provided GovLens has implemented reasonable retry and caching measures.
  7. Failures of Customer's own integrations or networking, including DNS resolution outside GovLens-controlled domains.

4. Service Credits

If the Monthly Uptime Percentage falls below the commitment in §2, Customer is entitled, on a proper claim under §6, to a service credit applied against future invoices in accordance with the table below. Service credits are GovLens's sole and exclusive remedyand Customer's exclusive financial remedy for any failure to meet the SLA, except as provided in §7.

  • < 99.9% and ≥ 99.0%: 10% service credit
  • < 99.0% and ≥ 95.0%: 25% service credit
  • < 95.0%: 50% service credit

Maximum aggregate service credits in any calendar month: 50% of the subscription fees attributable to that month for the affected Service.

Service credits are not refundable in cash and may not be applied against amounts owed for fees that have not yet been billed; unused credits expire at the end of the Subscription Term.

5. Support Levels

GovLens provides support during the Subscription Term in accordance with the following severity levels and response-time targets, measured from the time the support case is properly logged:

  • P1 — Critical:Production Service is fully unavailable or substantially degraded for all of Customer's Authorised Users with no reasonable workaround.
    First response: 1 hour, 24×7. Continuous effort until P1 is downgraded. Status updates every 2 hours.
  • P2 — High: Significant feature is unavailable or materially degraded; many users affected; workaround possible but burdensome.
    First response: 4 business hours. Continuous effort during business hours. Status updates every business day.
  • P3 — Normal: Functionality issue with limited business impact; reasonable workaround exists.
    First response: 1 business day. Best efforts. Status updates weekly.
  • P4 — Low: Question, minor cosmetic issue, or feature request.
    First response: 3 business days. Best efforts. Status updates on material change.

"Business hours" means 09:00–18:00 Europe/Tallinn, Monday to Friday, excluding Estonian public holidays.

Customer is responsible for accurately classifying severity. GovLens may reclassify after good-faith review. GovLens publishes a public status page at status.govlens.eu for incident communication.

6. Claim Procedure

To receive a service credit:

  1. Customer must submit a written claim to enterprise@trelvio.eu within 30 days of the end of the calendar month in which the alleged SLA failure occurred;
  2. the claim must include the affected Service, the dates and times of the alleged Downtime, and any error logs or support-case references in Customer's possession;
  3. GovLens will validate the claim against its monitoring records and respond within 15 business days;
  4. validated credits are applied to the next invoice (or, if no further invoice is due, refunded by bank transfer within 30 days of the end of the Subscription Term).

GovLens's monitoring records are determinative absent manifest error.

7. Chronic Failure Termination

If GovLens fails to meet the Monthly Uptime Commitment in three (3) calendar months within any rolling twelve-month period, Customer may, on written notice given within 30 days of the third such month, terminate the affected Order Form for cause and receive a pro-rata refund of prepaid Fees for the unused portion of the Subscription Term. This right is in addition to, and not in lieu of, service credits already accrued.

8. Disaster Recovery and Backups

GovLens maintains backup and disaster-recovery measures consistent with the Security Addendum, including:

  • Recovery Time Objective (RTO): 4 hours for primary services;
  • Recovery Point Objective (RPO): 1 hour for transactional data;
  • daily encrypted backups retained for 30 days;
  • documented and periodically tested DR runbooks.

Backup retention is for service-restoration purposes only and is not a substitute for Customer's own data-export and retention practices.

9. Maintenance Notifications

Scheduled-maintenance notifications are sent to the technical contact identified in the Order Form and are posted on the status page.

10. Modifications

GovLens may update this SLA from time to time, provided no update may materially reduce the uptime commitment, increase Excluded Downtime in a material way, or reduce service-credit entitlements during a Subscription Term without Customer's written consent.

11. Contact

See also: Master Subscription Agreement · Security Addendum · DPA